Client Care Policy

Research shows that the majority of people use a funeal director because they have used their services before, or because of a recommendation.

H L Hawes & Son Funeral Directors are committed to providing every element of the funeral required by our clients' to the highest practical standard on each and every occasion both through personal dealings and by contributing to the overall customer care policy.

All funeral arrangements are conducted in accordance with the known wishes of the deceased person and we respect their cultural background, religious and non-religious beliefs.

Our exceptional level of customer care is achieved by the attention to detail, an honest and transparent service underpinned by an understanding of our clients' requirements and particular needs.

Our long tradition of caring and concern clearly illustrates our genuine understanding of our clients' and their needs.  This is why generations of families have put their trust in us.

We believe that the quality of our customer care is just as important to us as the quality of the services we provide, as follows:

C - Client facing
A - Always listening
R - Reliable and trustworthy
E - Efficient and friendly

We have strong communication across the business and at all levels, with particular emphasis on responding promptly to customer comments. Our staff assumes nothing and takes great pride in their job and always go the extra mile to ensure client satisfaction.

1.0       Introduction

1.1       H L Hawes & Son Funeral Directors is committed to the continuous improvement of the standard of service it provides to all their clients.  Our approach to client care,  services and support is very straightforward; - essentially we treat them as we would like to be treated ourselves.

1.2       Our long tradition of caring and concern clearly illustrates our genuine understanding of our clients and their needs - this why generations of families have put their trust in us

2.0       Rationale - why we have produced this policy

2.1       We need to maintain a positive image so that bereaved families and public feel confident about approaching us for help, guidance and services.

2.2       We work to a set of values that guide everything we do - 

• Equal opportunity and fairness
• Mutual trust and respect
• Openness, honesty and integrity
• Taking responsibility and accountability

Our customer care standards have been developed from these values and from what our clients have told us.

2.3       Customer care and service is about treating other people the same way you would like to be treated.  People want accessible and efficient services, and we must all aim to meet these demands.

3.0       Access

3.1       We can be contacted 24-hours a day, 7-days a week and 365-days a year.
3.2       Clients are provided with support in person, by telephone, fax, 1^st class post and e-mail.
3.3       More information about us can be found on our website - http://www.hlhawes.co.uk/

4.0       Office hours 

4.1       H L Hawes & Son Funeral Directors                                                       
           106 Tanners Lane, Barkingside, Ilford, Essex IG6 1QE 
           Tel: 020 8550 4047                                                                                    

            Office hours: Monday to Friday 8.00am to 5:30pm and Saturday 9.00am to 1.00pm                                               

            Website -  http://hlhawes.co.uk/

4.2       H L Hawes & Son  Funeral Directors 
            153 Station Road, Chingford, London E4 6AG 
            Tel: 020 8559 3235                                   

            Office hours: Monday to Friday 9.30am to 4.30pm                                  

            Website - http://www.hlhawes.co.uk/

4.3   

4.4       HL Hawes & Son
             883 High Road, Leytonstone, London E11 1HR
             Tel: 020 8532 9600

             Website - http://www.hlhawes.co.uk/

5.0       First point of contact

5.1       Arrangements can be made either in your own home, or at one of our offices.

5.2       We will answer your telephone calls within a timely manner.

5.3       Your e-mails will be acknowledged, and if possible, answered on the same business day.

6.0       Cultural, Ethnic, Religious, Civil, and Non-religious Needs

6.1       Our staff are fully trained on arranging a funeral and services for families from all different cultures, religions and non-religious beliefs.

7.0       Our Commitment to Disabled and Less Able People

7.1       We are committed to equality of opportunity for disabled people and to ending discrimination. The passing of the Disability Discrimination Act 1995 has given a new focus to our work and has led to the development of this policy which sets out our  commitment to disabled and Less Able people.

7.2       For older people and the disabled who are unable to use a limousine, we can arrange alternative more suitable transportation to visit our offices and/or, to attend the funeral service.

8.0       Assured High Standard of Service

8.1       Through our commitment we aim to provide the highest standard of care and customer / client service, to deliver an efficient and dignified professional service, at all times.

8.2       We never forget that this can be one of the most traumatic times in someone's life.

8.3       Our guiding principle is caring for others.

8.4       We take care of the deceased but equally as important; we take care of their family, their relatives and their friends.

8.5       Our staff are courteous and sensitive to our clients' needs and instructions and endeavour to exceed their expectations.

8.6       We offer and provide a tailor-made service suited to individual and cultural needs; including a Basic Service.

8.7       Under the Terms of Membership and Code of Practice Principles of The National Society  of Allied & Independent Funeral Directors (SAIF), we offer a Simple Funeral Service.

8.8       We guide families through the funeral arrangements, procedures and legal requirements.   

8.9       A full written estimate of funeral director charges, disbursement fees and other service charges is provided to every client.

9.0       Financial guidance

9.1  Clients are provided with a full written explanation of their liability of funeral expenses.

9.2       We will provide guidance on the financial help provided by the Department of Work and Pensions and other organisations.

9.3       We provide 'A Respectful 'Bespoke Service' at a Respectable Cost'.

9.4       Payment terms, including Instalment Plan available, upon arrangements.

10.0     Confidentiality of Personal Information - Related Legislation

10.1     Clients and staff maybe assured that we abide with the Data Protection Act and Common Law Duty Confidence Act.

10.2     Data Protection Act - The 1998 Data Protection Act (replacement of 1984 Data Protection Act) has set standards which must be satisfied when obtaining, holding, using or disposing of personal data. The Data Protection Act covers anything with personal identifiable information (e.g. health, personnel, occupational health, finance, suppliers, and contractors).

10.3     Common Law Duty of Confidence - This is information obtained in confidence and will only be disclosed with consent, if there is sufficiently robust public interest justification andif required by statute.

11.0     Conduct

11.1     Our staff will treat you with respect.  We also expect our staff to be able to carry out their Jobs free from abuse, threat and assault.

11.2     We will not tolerate violence and abusive language towards our staff and are prepared to take appropriate action in supporting staff where necessary.

12.0     Staff development

12.1     We are committed to valuing you and providing any support and training you need to carry out your job and develop.

12.2     We will provide training on customer-care topics such as handling complaints, translation services, dealing with racial incidents, dealing with disabled clients and so on.

12.3     We will ensure that you are trained to the highest standards with ongoing training and assessment.

12.4     We will encourage Career progression by providing you access to 'Accredited Vocational Training', relevant, accurate and up-to-date industry information.

12.5     We will ensure good relationships with other departments and work together to deliver excellence in 'Customer Service' and 'Aftercare Support'.

13.0     Roles and responsibilities

13.1     We are all responsible for customer care and act in a professional and ethical manner, at all times, and show Care and Respect for the deceased, their family and friends.

13.2     We understand our client's needs, and develop our services around their expectations.

13.3     We know the importance for attention to detail and we will spend as much time with our clients during the arrangements, at the service, when choosing a memorial or purchasing a Pre-payment Funeral Plan.  We will never assume and will never rush them.

13.4     The General Manager will gather and report performance information to staff every three months.

14.0     Peace of Mind and Compliance

14.1     We are committed to upholding The National Society of Allied & Independent Funeral Directors (SAIF), Code of Practice Principles, which set out in detail the high level of service clients can expect.

14.2     The Code of Practice Principles leaflet can be obtained, upon request, from any of our offices.  The leaflet covers;

• General Conduct
• Marketing and Advertising
• Dealing with Clients
• Price Information
• Estimates and Confirmations
• Final Accounts
• Publicity
• Monitoring
• Professional Conduct
• Complaints Procedure
• The Simple Funeral Service
• The "Promise"

14.3     We co-operate at all times with Trading Standards Offices, Citizens Advice Bureau, consumer support groups, and any other organisation representing clients' in the resolution of complaints or disputes, including The Independent Funeral Arbitration Scheme.

The Independent Funeral Arbitration Scheme - 'Your right to put it right' leaflet can be obtained, upon request, from any of our offices.  The leaflet covers;

• What happens if I'm dissatisfied?
• What's the first thing I should do?
• How do I pursue a Complaint?
• Stage One: Resolution with the Funeral Director
• Stage Two: Conciliation
• Stage Three: Arbitration

             H L Hawes & Son Ltd, SAIF Membership Number is 655.

            The National Society of Allied and Independent Funeral Directors can be contacted on 0845 230 6777

            The Independent Funeral Arbitration Scheme can be contacted on 01279 726777

15.0     Quality improvement, monitoring and evaluation

15.1     We continue to improve the care and service we provide to our clients and families.

15.2     We ensure that our clients' feedback shape future services and products we provide and deliver.

15.3     We record and monitor all compliments and complaints, and prepare reports on these.

15.4     We review this policy, and amend it if necessary, following any changes in legislation.


16.0     Aftercare Support

16.1     Whilst most people find the strength to cope with the bereavement immediately following a death, it is after the funeral when life is supposed to return to normal that many experience the natural effects of grief.  Coping with bereavement is often a solitary process, often faced without the aid of family or professional help.  This is why we offer a FREE Group which is not just for our clients, but to any bereaved person, irrespective of  their age, creed, religion and length of bereavement.

17.0     Related policies

• Environmental / Ethical / Equal Opportunities / Disability / Quality / Health & Safety.